Wow how bad is this game and the people running it? CRAZY never seen the like.

I had to make a new userID as you'd be mad to sign in to these unsecure forums using same login info as game....almost as mad as to sign in to http://member.us.woniu.com/ and buy anything from these thieves as again UNSECURE.

Anyways...my latest response to the Second Form letter I got from SnailUSA.

----------------------------------------------------------------

While I am glad to get a response from you I am mad at its content.

You state: ---

We've scratched the surface with a post on our forums at viewtopic.php?f=29&t=4537, which can help you begin your quest to protect yourself from the malicious traps lurking throughout the internet.

---

This is the same link you provided first response...as I said I have and had read that pre being hacked.

You state: ---

We assure you that we are doing everything possible to arm our customers against online threats that seek to gain access to player accounts.

---

I state, this is complete lies, bollocks....you're really pissing me off now...you have TERRIBLE security, re unsecure Websites, lack of decent authentication security in game client etc etc AND this is compounded by your half arsed attitude and "not OUR problem" towards security.

Look...the key issue here is , security and getting it resolved...you say "issue is with client end" and it often is HOWEVER in this case you have shockingly inadequate security at your end and so have no leg to stand upon re "its not our fault/problem".

I'd like to hear from you that you believe your security is adequate and that the issue is NOT from your end then we can get down to the nitty gritty.

I'd really like to hear from you as to what you intend to do in the near future before I take this further and initiate legal proceedings...which I will do if I can see no other option and offer none.

Further to this....I am really enjoying the game but this situation with getting In-Game and RL Money Stolen is a killer.

I was planning to simply change my password every couple days to try and keep ahead until they implement decent security but how can I? I have to use their unsecure WebSite to do it and as such am putting myself at MORE risk by doing so!!!

Ty for the generic copypasta response snail -.- i will not be getting vip again.~White Tiger: Panda Greetings,

Thank you for reporting your account to us. We are having our security team re-verify the integrity of our systems to ensure that they have not been breached. It appears your account has been compromised by a third party. As account security is the responsibility of the player whos holds the password Snail Games is unable to give items/currency to any account that is reported as compromised.

We are currently investigating these reports, however there is currently no indication that Snail system has been compromised. We can understand your frustration at someone gaining access to your account. We are continually monitoring our systems for any potential or actual breach, and have not found such an event to have taken place. The most common causes of compromise are phishing sites, trojan keyloggers, and account sharing. For information on how to protect against these threats, please visit us at viewtopic.php?f=29&t=4537.

Shame to read all this and the response. As this game sounds to not have full loving support from the publisher/developer I can't see myself being a regular paying customer like I was considering. The game is great fun minus its few issues, but this is a little lame.

I sent a mail again that my char got moved again, this time with proof that the last logged in IP wasn't mine, I got this mail:

Code:

Greetings,

Thank you for your reply. We can understand your frustration at the losses your account has suffered. We assure you that we are doing everything possible to arm our customers against online threats that seek to gain access to player accounts. While we continue to look for ways to help bolster your defenses, we encourage you to take advantage of the wealth of information that the internet has to offer on personal online security. We've scratched the surface with a post on our forums at http://www.ageofwushu.com/forums/viewtopic.php?f=29&t=4537, which can help you begin your quest to protect yourself from the malicious traps lurking throughout the internet.

As always, our goal is to help our players protect themselves from unauthorized account access, and the damage that results from such activity. Should a breach of our systems occur, our players will be the first notified, including steps to recover accounts and report losses resulting from the breach. Thank you for your time and attention.

Regards,

Snail Games Support

Game Master

Then I sent that I appreciated the info about keeping my account secure that I already knew and that I won't get my items back with that info. I got the same stupid automated response back, the same answer I got to my last mail.

So it's useless sending emails to support, you won't get help from them and you definitely won't get your stuff back.

I sent a mail again that my char got moved again, this time with proof that the last logged in IP wasn't mine, I got this mail:

Code:

Greetings,

Thank you for your reply. We can understand your frustration at the losses your account has suffered. We assure you that we are doing everything possible to arm our customers against online threats that seek to gain access to player accounts. While we continue to look for ways to help bolster your defenses, we encourage you to take advantage of the wealth of information that the internet has to offer on personal online security. We've scratched the surface with a post on our forums at http://www.ageofwushu.com/forums/viewtopic.php?f=29&t=4537, which can help you begin your quest to protect yourself from the malicious traps lurking throughout the internet.

As always, our goal is to help our players protect themselves from unauthorized account access, and the damage that results from such activity. Should a breach of our systems occur, our players will be the first notified, including steps to recover accounts and report losses resulting from the breach. Thank you for your time and attention.

Regards,

Snail Games Support

Game Master

Then I sent that I appreciated the info about keeping my account secure that I already knew and that I won't get my items back with that info. I got the same stupid automated response back, the same answer I got to my last mail.

So it's useless sending emails to support, you won't get help from them and you definitely won't get your stuff back.

Yeah, it's crazy. I don't think I've ever seen a company that seemed so alienated from their own game, nor a company with employees that seem so robotic/artificial. It literally almost feels as if you're not talking to a living being - even the mods on the forums seem like that at times.

I've come to the conclusion that the only way to really enjoy this game is to do so without any kind of expectations from the company itself - it seems fruitless to expect even an elementary level of professionalism with these guys. That being the case, I likely won't be doing anything like buying gold from snail, or anything else that directly puts my account at risk. It seems like the majority of people getting hacked are those that use the "Top UP" option (or whatever it's called), so I'll just refrain from doing it - even if it means going without VIP. Considering they don't seem to help anyone with anything, I'll just play the game as a moocher in an effort to protect my own account, and thus hopefully not being put in a position to where I'll need to deal with their terrible, automated, canned, unhelpful, copy/paste "customer service".

I honestly would have had no problem helping to support the company, as I think the game is amazing in itself, but until these guys get their sh*t together, I'm not going to put my own payment information at risk (as well as the risk of having my gold stolen and then not being reimbursed, if I actually DO spend money), until they can prove that they have stepped up their security and customer service game.

Well, for you who lost IRL cash, i'm sorry.. but unless a miracle happens and they admit that it IS their fault(which probably will never happen) we wont get our in-game money or actual money back.

So, we need to keep the point we're pushing plain and simple.. we either want the money we gave you refunded and/or the money in-game we lost refunded.. Or we want some sort of authentication security system implemented IMMEDIATELY.

Yeah that little patch you did that doesn't allow people to mail silver that's cute and all, but that DOES NOT stop someone from gaining access to our accounts because you guys have absolutely ZERO account security. If it can show us the IP logging onto our account.. you can obviously track it.. so why not put a system in place that BLOCKS the new IP from connecting?

Why can't we have secondary passwords like Age of Wulin? Why can't we have a mobile authentication process? ITS A FREE APPLICATION. If you can't handle these tasks... then do the proper thing and do account restores, because I don't care what your ToS says about not being liable.. in no way whatsoever can EVERY SINGLE PERSON in this thread be the ones to blame for being hacked. When a percentage this large of your community is getting hacked, a 6 year old would know something isn't right. I'm not sure the actual number.. but it's something like 50%(probably even higher) of MMO gamers don't use forums.. So if you could just imagine how massive this thread would be if EVERYONE posted here, it would be outrageous.

Yet you still have the nerve to point the finger at us, basically calling us stupid.. while you try and sell in-game currency for REAL currency with no proper security systems in place to protect those transactions... When Age of Wushu flops, we'll see who's stupid then.

Sorry for my rant... but any company with this poor of a business etiquette is infuriating. I don't even care that my account was hacked anymore.. it's the fact that 1000 tickets sent in later for the same issue and they're STILL giving people the same half-ass automated response is just bull.

.. it's the fact that 1000 tickets sent in later for the same issue and they're STILL giving people the same half-ass automated response is just bull.

This is exactly what I was thinking too.. I don't even care much that my account got hacked and that I lost around 1.5D. I can get that money back again after some time. But it's just stupid that I get the same reply twice, and they just won't help us, customers, getting our stuff back and resolving our issues.

I'm also afraid that if I get more money again, it can be easily taken again by a hacker even if I changed my password, because their security system sucks..

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